Friday, 20 May 2016

Is the Consumer Always Right?

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A successful business is one with happy customers. The key element to earn customer loyalty is to consider the customer’s problems as your responsibility. Only then you can enjoy a wide network of happy customers, which brings business growth and success.

“The customer is always right” is a well-known saying in the business market, yet not many people know why the customer is always right. Your customer is seeking good value for money – they’re not trying to cheat you. Your customers are actually your well-wishers, because their success is dependent on your success, so you should go beyond their expectations to take care of their needs. This is how your business may flourish.

Read on to find out why you should take care of your customers and how customers can impact your business.

Happy customers will encourage other people to be your customer. They will share their experiences and will spread positive vibes about your business. Contrastingly, if you don’t treat them well, then they will spread ideas about your poor performance or unethical behaviour to your current and potential customers.

It’s easier to keep up with the existing customer than to attract a new one. Many business owners invest money to attract new customers, without thinking through how much they can earn by doing business with existing customers. Your old customers know you well and will be ready to promote your business, so why spend money to attract new ones?

If you have dissatisfied customers, don’t expect them come to you to tell you what’s wrong. The majority of such customers won’t bother to do so, they just switch to another businesses. So, this is a loss for you.

It is the quality of service that differentiates your business from your competitors. So, it is the services offered by your sales and service persons that can give you a bounce in the business market as most of the clients prefer to return to the business where they receive the best services.

Now, let’s look for the ways you can maintain a network of loyal customers.

Customer service policy should be in written form
Create a customer service policy in written form and make sure every employee acts on it. It will set your impression as a responsible owner in front of your customers.

Your employee should provide the best customer service
Make sure your employees are aware of the fact how their service can directly impact on the company’s business and reward them when they fulfill their targets. Pleased employees lead to pleased customers too.

Obtain customer’s feedback often
The customers always want to be treated like special ones so obtain their feedback regarding your service quality often. This will create a good at your customer’s side.

Use phrases that your customers love to hear
Phrases like “How can I help you”, “I will look into your matter”, “I will solve your problem”, “I will keep you updated”, “It will be delivered on time” etc. Such phrases directly meet customer’s expectations and they will love to be your part of the business.

Always make sure your customers know you care and that you work for them. Follow the saying “the customer is always right” and you will see a wide network of loyal customers investing in your business.


Alejandro Catalan
Current student in the Master of Marketing program at the University of Sydney Business School

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